This article is meant to offer support with questions related to payment issues and other payment topics you may encounter on Roll20.
Why was my card declined?
Declines can happen for a variety of reasons. When we submit a charge to your card provider or PayPal, they have automated systems that determine whether or not to accept the charge. These systems take various information into account, such as your spending habits, account balance, and card information like the expiration date and CVC. The best course of action would be to follow up with your bank to see why the charges might have been declined. If you still need assistance, submit a request on our web form.
Purchases and Payments > Payment Errors and Payment Changes > Payment Error Code
I need to change my credit card information
You can use this link to change or remove your credit card information or you can head to your "My Account" page and select "Update Payment Information". If you continue to have issues, please submit your inquiry on our web form.
I need to switch from using a credit card to using PayPal
At this time, we cannot automatically change your payment method from a credit card to PayPal on an active Roll20 subscription. If you are interested in switching your payment method to PayPal, please contact us through our web form from the email associated with your Roll20.net account so we can provide manual assistance.
Purchases and Payments > Payment Errors and Payment Changes > Payment Error Code
Can you offer any discounts on items I already bought on D&D Beyond?
Roll20 is not affiliated with D&D Beyond and cannot offer discounts or access to purchases bought through their storefront. A separate purchase is necessary for applicable items on the Roll20 marketplace for use on your Roll20 games.
As with physical items, you are free to upload content to your games that you have created or purchased for use on Roll20.
My Paizo Account Sync isn't working
Sorry for the trouble! The Paizo Connect program is no longer supported by Roll20 as of March 25th, 2024. If you have questions, please reach out to our support center.
I'm experiencing other payment issues
If you are having billing issues with your Roll20 account not related to the issues described above, please contact us through our web form using the email associated with your Roll20.net account so we can help. If you paid with PayPal, please also include the email associated with your PayPal account.